Vice President, Customer Digital Experience (CDX)

Merz North America•Raleigh, NC

63d

About The Position

The Vice President, Customer Digital Experience (CDX) is the executive accountable for defining, governing, and delivering a globally consistent, journey-led digital experience for Merz Aesthetics' customers. The role brings consumer-grade journey discipline and marketing rigor into a regulated life sciences environment, shaping how customers experience, engage with, and derive value from Merz Aesthetics across digital, field, and service interactions. The VP ensures customer digital experiences are intuitive, connected, compliant, and deliver measurable business impact, including engagement, growth, efficiency, and loyalty. This global, multi-region, multi-brand role owns the customer digital experience vision, strategy, roadmap, end-to-end journey performance, measurement framework, and operating model. It provides strategic leadership across the customer-facing digital ecosystem and partners across Marketing, Commercial, IT, Customer Experience, Data & Analytics, Legal/Compliance, and regional organizations. The role leads and develops a global CDX team, promotes global consistency with appropriate local flexibility, and partners with Legal, Regulatory, and Compliance to manage risk while maintaining usability and speed.

Requirements

Bachelor of Arts in Marketing, Digital Marketing, Business Administration, or a similar field.
15 or more years of experience in customer digital experience, digital transformation, product, or CX leadership.
Strong background in consumer, retail, or FMCG environments, with demonstrated excellence in customer journey design.
Executive presence and exceptional presentation and influence skills with stakeholders at all organizational levels.
Executive leadership in digital customer experience and omnichannel strategy.
Excellent written, oral, and interpersonal communication skills.
Advanced skills in Microsoft Excel, PowerPoint, Word, and Outlook, and comfort with a variety of online meeting tools and AV equipment.
Ability to use AI-enabled tools and digital solutions to improve decision-making and efficiency, and openness to integrating emerging AI capabilities responsibly, with data integrity and alignment to enterprise standards.
Journey-led experience design and orchestration, including translating brand, commercial, and portfolio strategy into coherent end-to-end customer journeys.
Global stakeholder influence and matrix leadership, including the ability to influence Marketing, Commercial, IT, Medical, Legal, and regional leaders without direct authority.
Ability to lead globally while enabling regional flexibility and compliance.
Marketing-led digital adoption and demand generation capability.
Deep expertise in end-to-end customer journey design and optimization.
Strong understanding of omnichannel engagement across digital, field, and service environments.
Data-driven decision-making and performance measurement capability.
Experience operating in regulated environments.
Strategic perspective spanning multiple years and focused on experience differentiation and enterprise value creation.
Strong judgment in allocating investment across journeys, regions, and platforms.
Ability to shift organizational mindsets toward customer-centric, journey-led decision-making.

Nice To Haves

Master’s degree or MBA.
Experience translating consumer-grade digital practices into regulated industries such as life sciences, healthcare, financial services, or similar.

Responsibilities

Define and own the global Customer Digital Experience vision, multi-year strategy, and roadmap, grounded in customer journeys rather than individual platforms or channels.
Establish experience design principles that reflect Merz’s brand, values, and customer promise.
Champion a journey-first mindset, adapting retail and consumer best practices to a regulated environment.
Serve as executive sponsor for global customer digital initiatives and ensure alignment with brand, commercial, and enterprise priorities.
Own end-to-end customer journey strategy and performance, including prioritization, sequencing of improvements, and accountability for outcomes.
Lead the design and optimization of journeys covering Discover & Learn, Engage & Enable, Purchase / Order / Access, and Support & Loyalty.
Identify important customer moments and friction points using customer insights, data, and research.
Ensure journeys are consistent across digital, field, marketing, and service interactions.
Drive continuous, enterprise-scale journey improvement through test-and-learn practices and scale successful models across regions and brands.
Provide strategic leadership across the customer-facing digital ecosystem, including portals, learning platforms, marketing experiences, and service tools.
Partner with IT, Marketing, Commercial, and Data teams on platform strategy, integration, and modernization.
Influence vendor selection and roadmap decisions to support journey-based outcomes.
Ensure scalability, reliability, and usability across regions and brands.
Apply consumer and FMCG marketing discipline to digital experience design to establish clear value propositions, drive digital-channel adoption, and support meaningful ongoing customer engagement.
Partner with Brand and Commercial teams to embed digital experience into go-to-market strategies.
Ensure digital experiences reshape and elevate field-based and relationship-driven commercial models.
Define and own the global CDX measurement framework, linking customer experience to growth, retention, efficiency, and brand outcomes.
Measure engagement and adoption, journey effectiveness and drop-off, satisfaction and effort, and contribution to growth, retention, and efficiency.
Use analytics to prioritize investments and guide decision-making.
Regularly report progress and outcomes to executive leadership.
Define and govern the global CDX operating model, including ownership, performance accountability, governance, and cross-functional prioritization.
Lead and develop a high-performing global CDX team, building succession depth and enterprise capability.
Influence Marketing, Commercial, IT, Customer Service, Legal, and regional organizations without direct authority.
Ensure global consistency while enabling appropriate local flexibility.
Own the enterprise CDX risk posture and ensure customer experiences meet regulatory, medical, and legal standards without compromising usability and speed.
Partner with Legal, Regulatory, and Compliance, and embed appropriate content governance and review processes.